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For Companies At a Glance
- Tasks: Lead a team to provide top-notch technical support for healthcare software.
- Company: Join STERIS, a global leader in healthcare solutions focused on safety and innovation.
- Benefits: Enjoy competitive pay, career growth, and the chance to make a real difference.
- Why this job: Be part of a mission-driven company that prioritises patient safety and health.
- Qualifications: Experience in technical support and a passion for healthcare technology.
- Other info: Dynamic work environment with opportunities for international collaboration.
The predicted salary is between 60000 - 75000 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.
HOW YOU WILL MAKE A DIFFERENCE
About you
Do you want to spend your working time making a difference in the world around you? Are you passionate about supporting the medical and pharmaceutical industries? Do you care about keeping patients and people safe? If so, then a career with Steris could be a great fit for you.
About Us
At STERIS we are a leading global provider of products and services that support patient care with an emphasis on infection prevention. Our mission is to help our customers create a healthier and safer world. Working at STERIS, you GROW, LEARN and MAKE A DIFFERENCE.
The International Customer Support Manager oversees a team of 5-10 Application Support Specialists (Tier 1 through 3) who support international customers, resellers, and internal business partners using a variety of STERIS Sterile Processing Workflow software packages. The position manages all team members and coordinates team activity to ensure Customer technical support and project support are provided on time, meeting internal and Customer expectations, metrics and SLAs.
The role works with cross-functional Customer-facing teams and the Technical Support team to coordinate projects, implementations, incident management, Customer and business initiatives and escalations. Some activity occurs during off hours, and this role coordinates this activity to ensure that staffing is available 24/7 to support the activity, and backup is available if needed. This role manages high-risk, challenging, sensitive or escalated incidents and projects to ensure successful outcomes.
Additional responsibilities include:
- Training and coaching team members to ensure proficiency
- Monitoring team member performance
- Documenting processes, procedures and work instructions
- Communicating with other key business leaders about risks, challenges and opportunities
- Ensuring the support team has all resources needed to perform their responsibilities effectively and efficiently
What's involved
- Manages Technical Support sub-team (50%)
- Coordinates team activities to ensure resources are available to meet needs
- Assigns projects, follow up and escalations to maximize team efficiency
- Assigns and coordinates required after-hours work, rotations, and coverage
- Identifies improvement opportunities
- Coordinates with other teams to ensure Customer satisfaction and operational efficiency
- Supervises team members to achieve their individual goals and objectives
- Provides ultimate escalation for critical or sensitive issues or Customers (30%)
- Oversee follow up and resolution for escalated issues
- Interface with Customers on high-profile, sensitive, or complex incidents or accounts
- Communicates with key business leaders about Customer satisfaction issues
- Provides backup and/or resources for team members encountering challenging situations
- Participates in backup support where necessary for after-hours support
- International Business Development (10%)
- Support the international business development team in the creation of a support channel for each new international market being developed
- Create a plan for the incubation, growth, and eventual integration of emerging markets to eventually be supported by the global support team and their standard processes
- Equips team to accomplish work efficiently and effectively (10%)
- Writes, reviews and updates processes, procedures, and work instructions
- Monitors work done by team and ensures quality of outcomes
- Reports out on metrics of team performance
- Ensures complete documentation of project and incident work
Required Experience
- BS in business, computer science or closely related field
- Good understanding of the practical deployment of ITIL/ISO20000 Service Management best practice or similar
- 6+ years' experience of operating a technical support function internationally, covering time critical support operations in a Customer software delivery service
- Good grounding in current Microsoft Technologies both desktop and web (.net), understanding of network and infrastructure
- Understanding of Microsoft SQL database technologies and SQL scripting
- Experience of multi-channel technical support including telephone, web chat, email and self-service support tools
- Proven track record operating an excellent Customer service, proven through clear service metrics and Customer feedback
- Ability to work with a cross section of technical and non-technical stakeholders, proficient in communicating requirements and clear expectations
- Experience of operating technical training of service teams and maintaining technical knowledge bases
Required Skills
- Strong ability to define Proactively drive service improvements
- Background in IT Service Management within a large organization is preferred
- Experience of healthcare software, regulations and governance desirable
- Strong systems and technical experience
- Experience of managing external service providers
- Able to work proactively and plan, organize and manage own workload
- Project and influencing skills in addition to personal drive and results orientation
- Strong communication skills and able to deal professionally with people at all levels
- Ability to coach and mentor staff
Equal Opportunities
STERIS plc provides employment and advancement opportunities without regard to age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion/belief, sex (gender), sexual orientation or any other legally protected characteristic as defined by UK employment law. The Company bases all employment decisions on merit, qualifications, skills, and abilities with the intention that the best candidate is selected for each position.
For more information, visit www.steris.com. STERIS strives to be an Equal Opportunity Employer.
Software Service Delivery Manager employer: STERIS Corporation
Contact Detail:
STERIS Corporation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Software Service Delivery Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching STERIS and understanding their mission. Show them you’re not just another candidate; demonstrate your passion for making a difference in healthcare and how your skills align with their goals.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to technical support and team management. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way in showing your enthusiasm for the role and keeping you top of mind for the hiring team.
We think you need these skills to ace Software Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Software Service Delivery Manager role. Highlight relevant experience and skills that match the job description, especially in technical support and team management.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're passionate about making a difference in healthcare. Share specific examples of how you've supported teams or improved processes in previous roles.
Showcase Your Technical Skills: Don’t forget to mention your technical expertise, especially with Microsoft technologies and SQL. We want to see how your background aligns with our needs in managing software delivery services.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at STERIS Corporation
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around ITIL/ISO20000 Service Management best practices. Familiarise yourself with STERIS's products and services, as well as the healthcare software landscape. This will show that you're genuinely interested and prepared.
✨Showcase Your Leadership Skills
As a Software Service Delivery Manager, you'll be overseeing a team. Be ready to discuss your experience in managing teams, resolving conflicts, and driving service improvements. Use specific examples from your past roles to illustrate how you've successfully led teams and improved customer satisfaction.
✨Communicate Clearly
Strong communication skills are key for this role. Practice articulating your thoughts clearly and concisely. Be prepared to explain complex technical concepts in a way that non-technical stakeholders can understand. This will demonstrate your ability to bridge the gap between technical and non-technical teams.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think of examples where you've managed high-risk incidents or escalated issues. Prepare to discuss how you approached these situations, what actions you took, and the outcomes. This will highlight your critical thinking and decision-making skills.